Bad service from mtn 121 contractors

My mom was offered a contract sim card with mtn and Foschini group

She receives airtime monthly.

She lost her cell phone and had to make sim swap but the lady who was assisting her keeps on giving her attitude at mtn 121 contact Centre, it's been a month and her new sim is not working, and yet she paid for the service.

While she was speaking with the lady on the phone, the shouted at her and hanged up the phone.

We canceling three contracts we have with them.